Director of Field Services (IT)

Location: Fort Worth, Texas (onsite)

Department: Information Technology

Compensation: $140,000 – $150,000 base + bonus (OTE up to $170,000)

Type: Full-Time / Direct Hire

We’re hiring a Director of Field Services (IT) to lead our clients field support team across retail locations. This is a hands-on leadership role focused on ensuring operational excellence and uptime for our clients in-store technology—including POS systems, networking, and user devices.

What You’ll Do

• Lead and manage a IT Field Services team
• Oversee deployment and support of retail store hardware, POS systems, and end-user tech
• Serve as escalation point for critical issues affecting store operations
• Align field services with broader IT and retail operations goals
• Track performance metrics (SLAs, ticket volumes, resolution times)
• Coordinate new store openings, remodels, and hardware refresh projects
• Manage vendors and service contracts related to field support
• Help shape field support budgets, staffing plans, and asset lifecycle strategies

What You Bring

• 5+ years in IT field support or services, with 2 years in a leadership role
• Experience in retail environments with POS systems and multi-site operations
• Strong technical background and knowledge of store infrastructure
• Skilled in managing distributed teams, prioritizing tasks, and resolving escalations
• Familiarity with ITSM tools (e.g., ServiceNow, Jira), asset management, and vendor coordination
• Excellent communication and a customer-first mindset